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Work experience

Sep 2007Feb 2009

Temp. Employee

ManPower Temporary Services

Receptionist/Administrative Assistant

I provided assistance to a concrete and building supply company named Central Supply. In this position I answered incoming calls and directed them to the correct party, assisted incoming customers with questions regarding the company's services and equipment, performed data entry of accounts receivable and accounts payable daily in the business accounting system, and tracked all incoming cash invoices to ensure that daily sales were accurate for 8 production plants. In addition, I performed routine office duties such as filing, copying documents, faxing estimates of building supplies and general errands outside the office that were asked of me to assist with.

Jan 2005Apr 2007

Quality Supervisor/Team Supervisor/Quality Performance Coach/ Customer Service Representative

Affiliated Computer Services, Inc

I began my employment with ACS as a Customer Service Representative (CSR). I received three promotions, achieving the position of Quality Supervisor. Descriptions of the positions I held are listed below:Quality Supervisor: I was responsible for all quality assurance for the call center. I attended weekly calibration sessions to ensure agents monitors were scored correctly. I actively trained new-hire agents and floor supervisors on quality procedures and expectations, and provided ongoing training to all employees on new policies and procedures. I had direct contact with the client and I held weekly meetings with Team Supervisors to educate them on updates provided by the client. I followed the dispute resolution process in any instance of disagreement. I completed weekly and monthly reports with quality averages for submission to the General Manager. I responded to any and all quality issues that were present at the site. I maintained a site quality average of 97.8%.Team Supervisor: I supervised a team consisting of 32 agents, interviewed and hired new agents for the Call Center. I provided corrective action and followed through with termination of employees when necessary. I ensured that time reporting was correct for agents. I tracked progress of the agents to ensure improvements in work quality. I was responsible for keeping agents updated on company policies and procedures. I actively trained agents on new products and systems. I maintained the team's average Key Performance Indicators. I supported my agents and ensured that their needs were met to the best of my abilty. I held weekly team meetings to keep employees educated on current business needs. I ensured a fun and enjoyable work experience for my agents, giving them praise for a job well done, and I actively worked to maintain a high level of team morale.  Quality Performance Coach: I monitored agents incoming calls to ensure they were meeting quality guidelines provided by our client. I tracked trends in agents work performance to ensure agents had the proper tools to make improvements in their work. I provided agents Supervisors with regional quality scores and a brief explanation of the score.  I ensured that all agents were provided a monitor for the current work week so they would qualify for incentive pay. I completed side-by-side monitoring with agents that were considered to be in the bottom 20% at the site in order to assist in improving their work performance and increase efficiency and morale. I followed the dispute resolution process that was provided by the company in order to resolve issues with scores that might arise.  I rewarded agents that met or exceeded their job duties and assisted those that were struggling with job duties.Customer Service Representative (Agent): I assisted Boost Mobile pre-paid cell phone customers by answering in bound phone calls. I assisted customers with general account information such as their account balance and provided them an explanation of charges made to their account. I also applied credit card payments and pre-paid phone card credits to their account. In addition, I assisted customers with general troubleshooting issues such as problems with downloading applications and ring tones, mobile messaging, mobile Internet, walkie talkie service, cell phone functions, and other handset-related issues.

Jan 2000Jul 2004

Customer Service Representative

Sykes Enterprises

In this position I provided customer service to MSN Internet Service Provider (ISP) customers. I assisted customers with troubleshooting and provided information in answer to their questions and concerns, resolving Internet-related issues. General troubleshooting would include assisting customers with email, access to the Internet, password issues, dial-up and DSL connections, MSN companion support, and general computer support. I assisted customers with Outlook Express and Internet Explorer software issues. My goal was to always achieve a one-call resolution and provide a positive experience for the customer. In addition, I assisted the Transition Team and was a mentor to new agents handling inbound calls for the first time, guiding them through their first weeks on the production floor.

Jun 1999Jan 2000


Papa John's Pizza

In this position I was responsible for cash handling accuracy, taking orders from customers, assisting with sales of merchandise, answering phones, cleaning of work stations, providing assistance to opening and closing management, and totaling registers to ensure that daily sales were correct.



Numerous working skills obtained
Personal computer 10+ years experience. Microsoft Office Applications (Word, PowerPoint, Outlook, and Excel) Avaya Phone system 60 WPM Typing Microsoft OS Computer maintenance/repair Computer Networking Front End Payroll System GRASP Audio Capturing System Knowledge of general office supplies


To obtain a challenging position where I will be able to apply my extensive knowledge of customer service and management skills.


I am interested in obtaining a position where I will be able to help those in need and the opportunity to excel in my career.


I am an active member of Big Blaine United Baptist Church located in Lawrence County KY.